Customer Service

Placing an Order

Ordering is easy and convenient! Simply select the products you are looking for and add them to your shopping cart. Then click View Cart / Checkout which brings you to your shopping cart. Enter your zip code and click Re-Calc and your shipping charges will appear in the yellow box. Next, simply follow the step by step payment and shipping instructions. After final order submission you will immediately receive an email confirmation of your order. While ordering on our website, you will be using our secure on-line shopping basket when entering your credit card information. If you would like to place an order by phone, please call us toll free at 1-800-225-9513. Our customer sales advisors are available Monday through Friday 7:30 AM to 5:30 PM EST to help you with any questions you may have. We’d be happy to talk to you!

Shipping

KenJones.com processes orders Monday through Friday, excluding Holidays. We ship via UPS and offer regular ground service, 3-day delivery, 2-day delivery and overnight delivery. Please keep in mind that any shipping option other than regular UPS ground incurs a premium shipping fee. Multiple ordered items may ship in separate packages. Some items are too large or too heavy to ship via UPS. These items are tagged “Requires Special Handling” and normally must be shipped via common carrier. You have the option to submit the order with a request for a freight quote. No payment information is required during this process. One of our sales advisors will either email or phone you with the freight quote and provide you with the total sale amount. If the sale is agreed upon, payment information will be required at this time. The freight quote will held for 5 business days. Incorrect or undeliverable addresses and refused shipments resulting in an item being “returned to shipper” will be charged for shipping fees. Please inspect all merchandise carefully when you receive your order. Freight damages must be reported to us within 5 days of receipt of your order.

Rush Orders

In the event you would like to request a “rush” order on any of the items at kenjones.com, please call 1-800-225-9513. We will do everything we can to accommodate your request.

Methods of Payment

We accept Paypal, Visa, MasterCard, American Express or Discover Cards. If you’d like to pay by cashier’s checks or personal checks, your order must be placed by phone. After your order is placed, please send your check to:
Ken Jones Inc.

P.O. Box 782

Worcester, MA 01613
Please note that all orders by check or money order will be shipped upon receipt of payment.

Sales Tax

Sales tax will only be assessed for orders that are shipped within the state of Massachusetts (6.25%), Connecticut (6.35%) Maine (5%) and Rhode Island (7%). All other states are tax-exempt.

Inventory Availability

Most items are always in stock but sometimes there are runs on an item and it’s periodically out of stock. Our inventory on kenjones.com is “live” and should be accurate. If it is out of stock you will see a “red”code in the In Stock column and instructions to “Please Call”. We want you to call because the No Stock Status may be temporary OR we can source the product from a different warehouse and ship with no delays.

Merchandise Warranty

Satisfaction is extremely important at Ken Jones Tires. All our manufacturers offer a 100% guarantee to be free from defects in materials and workmanship. Each manufacturer’s warranty is subject to the terms, conditions and limitations as stated in their warranty policy. For specific details regarding a product warranty, please call customer service and they will be happy to answer any questions or concerns that you may have.

Returns & Exchanges

We pride ourselves on carrying high-quality items, and we hope you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. Please check for any order discrepancies, product defects or freight damages. If there are any problems with your order they must be reported within 5 days of delivery. Simply call 1-800-225-9513 for customer service.

• All returns or exchanges on our products must be received by Ken Jones Tires within thirty (30) days of original invoice date.
• All items returned to us new may be exchanged free of charge. Customer pays for shipping back to Ken Jones Tires.
• No returns or exchanges are allowed on items that have been used, damaged or not in resalable condition.
• No returns or exchanges will be accepted without an RA number. In order to receive an RA# for return, you must contact us by calling 1-800-225-9513. (We reserve the right to refuse any package returned to us without a valid RA number).
• Please send a copy of the original invoice with the items being returned with the “reason for return” printed on the invoice.
• Customer is responsible for shipping any return or exchange item to KenJones.com.
• Returns or exchanges sent to us COD will be refused. In the event that the return or exchange is due to our error.
• (i.e., you receive an incorrect or defective item), we will issue a UPS Call Tag for the return of the item and credit you the original freight amount.

PLEASE TAKE NOTE: The customer is responsible for shipping charges on the return or exchange item back to Ken Jones Tires (unless the return/exchange is due to out error). No credit is given for lost return packages, and non returnable items returned to us will not be shipped back to the sender nor credited to their account. We do strongly recommend that you use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages. All Approved Returns/Exchanges Should Be Sent To:
Ken Jones Inc.

73 Chandler Street

Worcester, MA 01609

Refunds

You should expect to receive any refund made pursuant to a return or exchange within 7 to 10 days of shipping your package back to us. In most cases, your refund will be received more quickly. Please allow adequate time for your banking institution to process the credit. If you have not received a refund within 10 days of returning your package to us, please call and we will investigate the status.

Privacy Notice

This privacy notice discloses the privacy practices for website www.kenjones.com.  This privacy notice applies solely to information collected by this web site.  It will notify you of the following: 1.  What personally identifiable information is collected from you through the web site, how it is used and with whom it may        be shared. 2.  What choices are available to you regarding the use of your data.   3.  The security procedures in place to protect the misuse of your information.  4.  How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing

We are the sole owners of the information collected on this site. We only have access to collect information that you voluntarily give us via email or other direct contact from you.  We will not sell or rent this information to anyone. We will use your information to respond to you, regarding the reason you contacted us.  We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order. Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy. Your Access to and Control Over Information You may opt out of any future contacts from us at any time.  You can do the following at any time by contacting us via the email address or phone number given on our website:

• See what data we have about you, if any.
• Change/correct any data we have about you.
• Have us delete any data we have about you.
• Express any concern you have about our use of your data.

Security

We take precautions to protect your information.  When you submit sensitive information via the website, your information is protected both online and offline. Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way.  You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page. While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information.  The computers/servers in which we store personally identifiable information are kept in a secure environment.   If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at 800-225-9513 or via email at sales@kenjones.com. Thank you for visiting www.kenjones.com !